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  • April 2019
  • Article

Shooting the Messenger

By: Leslie John, Hayley Blunden and Heidi Liu
Eleven experiments provide evidence that people have a tendency to “shoot the messenger,” deeming innocent bearers of bad news unlikeable. In a preregistered lab experiment, participants rated messengers who delivered bad news from a random drawing as relatively... View Details
Keywords: Judgment; Communication; Sense-making; Attribution; Disclosure; Interpersonal Communication; Perception; Judgments; Motivation and Incentives
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  • March 2008 (Revised March 2009)
  • Case

Purolator Courier Ltd.

By: Rajiv Lal and Catherine Ross
On a fall day in September 2003, Robert Swanborough made his way down a thickly carpeted hallway in Purolator's headquarters in Toronto, Canada, toward a meeting with his two deputies. Several months earlier, Swanborough, then vice-president of Marketing, had been... View Details
Keywords: Conferences; Customer Focus and Relationships; Leading Change; Marketing Strategy; Performance Effectiveness; Strategic Planning; Research; Segmentation; Canada
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  • February 2010
  • Teaching Note

Purolator Courier Ltd. (TN)

By: Rajiv Lal
Teaching Note for 508054. View Details
Keywords: Canada
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  • April 16, 2019
  • Article

Research Confirms: When Receiving Bad News, We Shoot the Messenger

By: Leslie John, Hayley Blunden and Heidi Liu
Most jobs require us at some point to deliver bad news—whether it be a minor revelation such as a recruiter telling a prospective employee that there’s no wiggle room in salary, or something major, like when a manager must fire an employee. We dread such discussions... View Details
Keywords: Interpersonal Communication; Perception; Judgments
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  • 12 Feb 2019
  • First Look

New Research and Ideas, February 12, 2019

emergent themes identified in the current review to promising directions for future research on brokerage and brokering. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=55601 forthcoming Journal of Experimental... View Details
Keywords: Dina Gerdeman
  • Video

Fadi Ghandour

Fadi Ghandour, founder of Dubai-based courier company Aramex and a leading entrepreneur in the Gulf, discusses how he entered the courier industry as an "accidental entrepreneur."

 View Details
  • 01 Nov 2019
  • Video

Fadi Ghandour

Fadi Ghandour, Founder of Dubai-based courier company Aramex and a leading entrepreneur in the Gulf, discusses innovations in bringing the "last mile infrastructure" for e-commerce in the Middle... View Details
  • Video

Fadi Ghandour

Fadi Ghandour, founder of Dubai-based courier company Aramex and a leading entrepreneur in the Gulf, describes how he developed a corporate culture at Aramex which decentralized decision-making and encouraged... View Details
  • 02 Dec 2019
  • Video

Fadi Ghandour

Fadi Ghandour, Founder of Dubai-based courier company Aramex and a leading entrepreneur in the Gulf, speaks about the "youth bulge" in the Arab world, his decision to prioritize educational provision... View Details
  • Video

Fadi Ghandour

Fadi Ghandour, founder of Dubai-based courier company Aramex and a leading entrepreneur in the Gulf, discusses how he found talent in the early stages of his start-up as he sought to challenge Western... View Details
  • 01 Aug 1998
  • News

Spring Reunions: Milestones and Memories

adds, "was to catch up with my classmates and share once again the spirit of our Section C." William G. Messenger (MBA '88) Drawn to a religious life as an Episcopal minister after launching a successful... View Details
Keywords: Eileen K. McCluskey
  • 21 Nov 2013
  • News

Case Study: BlackBerry and Thorsten Heins

which was facing numerous challenges: a rapidly decreasing market share, falling revenues, and cratering investor faith. Heins went about cutting costs—including the layoff of more than 5,000 workers in May 2012—scrapped plans to make the... View Details
Keywords: Management of Companies and Enterprises; Management of Companies and Enterprises; Management of Companies and Enterprises; Management of Companies and Enterprises
  • 28 Aug 2020
  • Video

Fadi Ghandour

Fadi Ghandour, Founder of Dubai-based courier company Aramex and a leading entrepreneur in the Gulf, explains that his company purposefully recruited Arabs from the region rather than Western expatriates as he wanted long-term commitment and loyalty, and knowledge of... View Details
  • April 2005 (Revised June 2006)
  • Case

Yahoo! Messenger: Network Integration

By: Thomas R. Eisenmann and Alison Berkley Wagonfeld
Describes Yahoo!'s management of the launch of version 6.0 of its Instant Messenger (IM) product, which incorporates features from 12 other Yahoo! properties, including Search, Music, Games, Photos, Personals, News, and Shopping. The integration of features from so... View Details
Keywords: Integration; Business Units; Digital Platforms; Internet and the Web; Competitive Advantage; Web Services Industry; Information Technology Industry; United States
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  • Video

Fadi Ghandour

Fadi Ghandour, founder of Dubai-based courier company Aramex and a leading entrepreneur in the Gulf, shares his view that businesses need to be activists for positive change. He provides the example of Aramex's... View Details
  • October 1976 (Revised April 1983)
  • Case

Federal Express (A)

Federal Express is a small-package airline operating throughout the United States. After initial heavy losses it is now profitable. Management is examining the services offered by the firm and believes that there is great potential for "Courier Pak", an overnight... View Details
Keywords: Advertising; Product Marketing; Sales; Air Transportation Industry; Service Industry; United States
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  • 14 Mar 2011
  • Research & Ideas

Water, Electricity, and Transportation: Preparing for the Population Boom

Herlaut is bullish on electric bikes; Ecomobilité recently funded the company Urban-Cab, an electric bike courier and taxi service. As for Singapore, Liu said the country would like to do more to encourage... View Details
Keywords: by Carmen Nobel
  • 14 May 2018
  • Research & Ideas

Amazon vs. Whole Foods: When Cultures Collide

up with ideas, like a bike messenger service or a new bread recipe, that sometimes found their way to other stores. “That model of empowerment brings with it a lot of wonderful, creative solutions and a... View Details
Keywords: by Michael Blanding; Food & Beverage
  • 01 Oct 2007
  • Research & Ideas

Encouraging Dissent in Decision-Making

notion that a large segment of consumers might prefer automobiles that were safe and fuel-efficient. Coca-Cola ignored evidence that "New Coke" would fizzle and launched it anyway. Companies in the... View Details
Keywords: by Garry Emmons
  • 31 Jan 2014
  • News

Body, Heal Thyself

messenger RNA (mRNA) Therapeutics. The data that Bancel saw that evening were shocking. The numbers suggested Moderna had found an entirely new way to treat diseases—one that promised to change the medical world, resulting in cures for... View Details
Keywords: Maureen Harmon; biotech; Scientific Research and Development Services; Scientific Research and Development Services